P H O N E 0 5 1 - 4 4 7 7 0 7 8 , 0 3 4 5 - 8 5 5 7 0 2 5 • E - M A I L B I L A L A H M @ H O T M A I L . C O M

B I L A L A H M A D

OBJECTIVE

A vibrant professional who hearkens for new challenges; with a diverse set of talents ranging from eight years of extensive hands on experience with operations / design / testing / vendor management of IT applications that constitute the Business Support System environment i.e. CRM, Billing, Provisioning and other BSS IT solutions; to in depth knowledge of processes in the business value chain after performing several roles in cross functional teams for critical projects; and a master’s degree in business administration to have a firm grasp on all aspects affecting modern businesses.

EXPERIENCE

PERFORMANCE ANALYSIS SPECIALIST

Performance Analysis Unit at Telenor Pakistan is responsible for end to end monitoring of all services in order to ensure that optimum results are delivered by all departments. The problematic areas are analyzed through coordination with several teams, and improvements suggested along with determining the most suitable KPI applicable to every system and the same is presented to top management.

The areas which come under my supervision are Business Support Systems (CRM / Siebel, Billing / Geneva IRB, Provisioning / Tertio Provident, Middleware / TIBCO, Inhouse applications, Financial Services / FUNDAMO, VAS Applications, IN / CBS Platforms and Transmission channels.

PROJECTS ASSIGNED:

CRM MODERNAZATION

Telenor Pakistan is initiating an up gradation of its existing CRM architecture and solution, my current role includes but is not limited to gauging all performance requirements and ambitions that will fulfill the needs of the Performance Analysis Unit

CONTACT CENTER MODERNIZATION

Telenor Pakistan is initiating an up gradation of its existing Contact Center architecture and solution, my current role includes but is not limited to gauging all performance requirements and ambitions that will fulfill the needs of the Performance Analysis Unit

PROJECT DCE-ORION

Telenor Pakistan has decided to consolidate all digital channels and ecommerce solutions and the project is an effort to capitalize on the opportunities arising from better streamlining of these mediums. My current role includes but is not limited to gauging all performance requirements and ambitions that will fulfill the needs of the Performance Analysis Unit

PROJECT TRANGO (Last Assignment on secondment i.e. assistant manager role):

Performed several roles during the deployment and testing of Huawei's convergent billing solution replacing NSN IN and Geneva IRB across 3 Telenor group opcos i.e. Telenor Pakistan, Dtac Thailand and DIGI Malaysia.

Lead of the testing stream with the highest number of resources engaged

CR / solution owner in BSS Integration stream

Postpaid representative in Migration stream

Postpaid representative in Managed services stream

Postpaid representative in Non- Functional Requirements stream

Postpaid representative Product Catalog Maintenance stream

PROJECT REBORN:

Designed the alternate flows affecting Siebel, Tibco, 789, Tracker and Geneva for making the new prepaid and postpaid requirements possible as required by Business. Blocked installation and unblocking through 789 had to be implemented as per requirement from PTA which was successfully deployed

Live provisioning of Prepaid numbers through CRM

Configurable blocked / unblocked MSISDN provisioning for prepaid / postpaid

Unblocking of postpaid MSISDN through 789 channel

Live MSISDN searching though CRM for new sale

Reporting and data posting requirements altered to cater the above changes

MSISDN reservation processes changed as per new requirements

MAGIC BOX APPLICATION:

Magic Box was the first industry initiative of its kind and a significant step towards bringing mobile services to more people across the country, no matter their location. Each magic box contains a touch-screen laptop, a scanner, a printer, a biometric device and a smart card reader to read SIM data.

I assisted the architect team throughout the development, testing and launch of this project which required close coordination with the vendor (AQSA) and in house development team; as well as business teams for this challenging project.

REFILL POSTING MIGRATION:

Refill posting that was being handled by CRM (Siebel) application was moved to the in house SIP application for offloading Siebel and eliminating the issues faced on daily basis.

My role was as a lead to gather all requirements from business teams, getting the requirements developed in the new application and assist the testing and deployment until project delivery.

OPERATIONAL :

2011-2012 BILLING OPEARATIONS SPECIALIST AT TELENOR PAKISTAN

GENEVA application is being used at Telenor for handling the billing processes

Responsibilities:

Application administration

Bill run executions

Configuration changes

Analysis and troubleshooting of daily operational issues

TRAP controls for auditing purposes

All responsibilities assigned were executed flawlessly and no issue was faced during these activities.

2011-2011 CRM OPERATIONS SPECIALIST AT TELENOR PAKISTAN

TRACKER is an in house application used to automate the critical processes of logistics, finance, CRD as well as for the reporting requirements that cannot be satisfied by DWH or other systems

Responsibilities:

Application administration

Testing, deployment and support for new releases developed by the in house team as well as integration with systems of outside vendors

User (call center/franchise/internal) access management according to Telenor’s information security policy

Administration of Easy SMS and ASK CRD applications

All responsibilities assigned were executed flawlessly and no issue was faced during these activities.

2007-2011 CRM OPEARATIONS EXECUTIVE AT TELENOR PAKISTAN

CRM (Customer Relationship Management) operations in Telenor were being handled by using SIEBEL application Responsibilities:

Siebel administration which involves maintaining complete Siebel enterprise (production and staging environments), resolving issues with all Siebel web/application and gateway servers, installing / removing /shuffling servers from enterprise and components from servers for load balancing, 24 hour support, health checks etc

Testing, deployment and support for new quarterly Siebel releases developed by vendor i.e. Accenture to cater new business requirements

Siebel bulk loader troubleshooting and changes for various business requirements

User (call center/franchise/internal) access management according to Telenor’s information security policy

Diagnosing and fixing the exceptions not handled by predefined logic of CRM systems from Siebel side and maintaining the SLA (service level agreement) with other departments for issues of different priority levels

Reconciliations between Siebel and network elements to minimize the status disconnect of MSISDN so that less exceptions are faced, part of pre-emptive fault resolution by CRM team.

Lead for some of the new projects in pipeline soon to be launched by telenor and currently in development and testing stages.

Point of contact for business teams and EPM team from CRM side to handle new requirements and issues forwarded at operations level.

. All responsibilities assigned were executed flawlessly and no issue was faced during these activities.

2006-2007 BSS OPERATIONS OFFICER AT TELENOR PAKISTAN

BSS (Business Support System) operation provides complete customer and call management through a web of business applications network i.e. CRM, Billing, Provisioning and mediation. Responsibilities:

Correct provisioning of all new connections at all network elements and CRM systems (Siebel and Provident) and troubleshooting issues regarding new and old stocks during the most demanding period i.e. 0.5 million connections per week

Provident/Tertio system administration which included diagnosing and fixing issues like connectivity with all network elements/IT system, new changes/releases, housekeeping, 24 hour support

Diagnosing and fixing the exceptions not handled by predefined logic of CRM systems eventually landing in error console

Point of contact with network teams, logistics and sales and distribution team and vendor from BSS side for all operational issues.

All responsibilities assigned were executed flawlessly and no issue was faced during these activities.

2006-2006 INTERNEE AT MULTINET

Multinet is a telecom Malaysia ISP operating in Pakistan. I was part of their technical team and gained first hand experience of an ISP’s operations.

PROFESSIONAL TRAININGS

Siebel Core Consultant Course (7.7) from ORACLE University HUAWEI Convergent Billing Solution Technical Overview Training from HUAWEI University Core ITIL process training from Quint Wellington Redwood ZXME-iVAS USSD Product Operation and Maintenance Course, Level B from ZTE University ZXSDP Product Operation and Maintenance Course, Level B from ZTE University

EDUCATION

2010 – 2014 Executive Master of Business Administration, NUST Business School, Islamabad

2002-2006 BS(Computer Sciences), National University of Computer & Emerging Sciences, FAST-NUCES, Islamabad

2000-2002 Intermediate in Computer Sciences, PAF Intermediate College E-9, Islamabad 1998-2000 Secondary School Certificate, PAF Intermediate College, Risalpur

BUSINESS PROJECT (EMBA)

Efficiency Challenges in Telecom Industry; Solution for Telenor

The research was aimed to understand concepts which shape the telecom

industry as a whole and the best models formed by industry research

internationally, which have been followed by all operators as the guideline for

their operations.

The principle focus was on low RPU markets and how mobile service providers

can leverage their existing resources to build a better and stronger position to

deal with the dynamic environment. The study further probed into the landscape

of low RPU market considering its challenges indicating an untapped business

opportunity through employing new methods and exploring new opportunities.

The research focused on how moving away from the previous industry standards

can give an organization the capability to excel faster as compared to its

competitors.

FINAL YEAR PROJECT (BS)

Wireless Adhoc Sensor Networks (using Zigbee IEEE 802.15.4) Zigbee is a new standard for wireless sensor networking, similar to Bluetooth but has some advantages over it. Highly reliable, low cost, low power and supports low data rate. The Issues which we dealt with were Network discovery, Network formation, Joining and Leaving of devices, Dynamic discovery of Routes, Unicasting and Broadcasting, Distributed Address Assignment, Data and Command Frame formats etc

AWARDS RECEIVED

Fist position in the department ( ICS ) First position in the department (Matric )

INTERESTS AND ACTIVITIES

Writing, with regular contributions in Pakwheels i.e. the largest automotive forum of Pakistan. Articles published on personal blog, magazine blogs and forums regularly, personal blog maintained at tajziat.blogspot.com

Sailing, first position in the course for three consecutive years at PAF Yatch Club Korangi Creek, Karachi

First aid and fire fighting training from OSLAP Various sports: Squash, tennis, table tennis, cricket, volleyball, football ,

online gaming etc